Credit card fiasco: Consumer forum asks bank to pay up

The Central Mumbai district consumer dispute redressal forum has penalised the cards division of HDFC Bank Limited for alleged misappropriation of amount from the credit card of a complainant who had approached the forum. The forum has asked the bank to return Rs 1,02,213 to the complainant along with Rs 10,000 towards the complainant's litigation charges.

The case dates back to October 2015, when Neha Mundra, a resident of Kandivali, had booked accommodation and flight tickets for her husband, who was travelling to Zurich, Switzerland. Neha had used her credit card for the transactions and her bookings were completed in September 2015. The hotel bookings were for October 1,2 and 3. Neha's husband checked out of the hotel at 7.30 am on October 3. He went to Zurich Airport by train and boarded a flight for Greece, which departed at 11.00 am that day.

Meanwhile, Neha received an SMS on her registered mobile from the bank's card department, stating that her card was used for a transaction of 1500 Swiss Francs on October 3,2015 at 9.54 am for Rs 102,213. Neha's husband had already checked out the hotel at 7.30 am. She contacted the grievance cell of the bank and reported the unauthorized transaction.

Despite several requests, the bank did not settle the disputed transaction. It allegedly froze the savings account of complainant and misappropriated an amount of Rs.13,126 from her savings account. When the bank did not settle the dispute despite several requests and notices, Neha approached the forum and filed a complaint.

The forum asked the bank to file its reply, but the bank did not respond. The forum, thus, after going through the evidence held that there is sufficient evidence to show that the amount was unauthorisedly shown in the statement of credit card. The forum held that it was necessary to direct the bank to reverse the amount and other charges in respect of the transaction and also to unfreeze the savings bank account of the complainant.